The Launch Manager is responsible for setting customers up for success and representing the entire value proposition for Brightpearl’s solutions in the presales & implementation project cycle. This is a critical role in ensuring successful customer engagements during the solution deployment phase, regardless of whether the implementation services are delivered by Brightpearl or by a System Integrator partner. The Launch Manager is an integral part of the cycle, acting as a solution expert working in close alignment with the Brightpearl regional sales teams. Utilising the Implementation Assessment Tool, they will structure the right solution and identify the appropriate partner and/or Brightpearl Professional Services to successfully address the complexity of a particular project. This Implementation Assessment tool is a key deliverable from the Launch Manager, along with the implementation partner recommendation. The Launch Manager should also ensure that the customer has the right service mix to ensure their ultimate success, even beyond the implementation cycle – this includes positioning the right support and training products as needed. This role will be involved during deployments, you will import client data, setup/configure the Brightpearl application, train clients, or ensuring quality implementation if delivery partners handle implementation. The Launch Manager is measured on customer satisfaction on all projects, regardless of whether Brightpearl or a partner delivers the implementation services.
Align closely with regional sales teams to provide deal solution proposals for key deals.
Lead consulting engagements and manage customer relationships with both business and technical clients.
Be an expert on partner capability and capacity within their respective sales region.
Ensure 100% compliance with Implementation Assessment Tool results.
Work closely with integrator partners to ensure successful Services delivery.
Provide oversight on key projects to ensure quality implementations that stay on track.
Position support, training and solutions that may be needed for a successful customer experience
Team effectively with other parts of the organization, including Sales Engineers, Customer Success Managers, Support and Product Management to address and resolve customer issues.
Have ownership of project activities - process analysis, import data, configure applications, user training.
Manage implementation escalations as needed.
Bachelors Degree required,
Strong written and verbal communication skills, executive level presence and experience in facilitation.
Collaborative and consultative work style.
Ability to link business processes with product/technical solutions.
Experience delivering consulting services, including involvement in selling services
Project management experience (contract management, risk management, staffing)
ERP application experience, or experience with products related to accounting, inventory, CRM and sales order processing
P&L responsibilities related to specific projects
Business Process Engineering / Re-engineering background, in the areas of sales, marketing, and/or customer support
Advanced Degree strongly preferred.